Leading a Customer Advisory Team: David’s Story

By Michelle Doyle, WorkStory Ambassador at Western University

David Ennett is the supervisor of the customer advisory team at StarTech.com, a manufacturer of hard-to-find IT parts. The focus of the company is to make it easy for IT professionals to identify, find, and use the parts they require for their tech solutions. StarTech.com is a well-established international company, operating 24 hours a day, 5 days a week, in 8 different languages!  “It’s great to be part of a London company that has become a global business,” David says.  

David works with a team of 20 advisors who service customers via phone, webchat and e-mail. The majority of his time is spent working with the members of his team to provide them with the support necessary to help them be successful in their roles.

His day-to-day work consists of coaching the team and being readily available for assistance. David is very passionate about what makes exceptional customer service and makes an effort to put this at the forefront of how the team operates, “I believe that the best manufacturers not only create excellent products but also provide stellar service. I spend a lot of my time thinking about how we can do continue to enhance the experience for our customers.”

David says what he enjoys most about his job is “working with incredible people across the entire organization”. He explains that it is motivating to work in an environment where people enjoy what they do and work together to support one another. Everyone at StarTech.com is dedicated to their customers and is committed to succeeding in their work.  Along with this incredible commitment to customer service, the team also has a lot of fun.  “We celebrate Halloween like no other employer in the country (seriously it’s a big deal around here) and have employees who volunteer as fun ambassadors (that role is exactly as it sounds) who plan various events and activities throughout the year.”

Most of the fun, however, is experienced in the daily atmosphere of the organization.  StarTech.com is a place where everyone cares for each other and enjoys being part of the team. This supportive attitude creates a great sense of community – “the passion that everyone has for the business and one another is palpable”. The team appreciates that collaboration is not only the key to being successful, but is also essential for creating this meaningful, rewarding and fun workplace.

How did David find his way to StarTech.com?  He explains that his career path was not exactly “planned”. He, like many other students, was not sure what he wanted to do professionally.  As he sees it, however, this confusion and uncertainty, while at times uncomfortable, is actually very healthy. It forces you to really understand yourself better and come to understand what you are passionate about.

David pursued a B.A. in Political Science and M.A. in Canadian-American Relations at Western University. He says that the liberal arts and social sciences are valuable as they teach students to “think critically, problem solve, write well and engage with a diverse set of ideas and people”. He argues that these are essential skills that are transferable to almost any workplace.

During his university career, David also took on various leadership opportunities, including president of his students’ council, where he learned to enjoy responsibility for projects and leading others. “I quickly found that the best leaders are consultative in nature and strive to empower and enable team members to play a large role in making decisions and sharing in success,” he says.

After completing school, David worked at Staples as a supervisor for a year, where he oversaw the service departments of his store, along with leading a team of 10 associates. It was here where he saw firsthand how great customer service can significantly impact the growth of a business. He has brought this passion for great service with him to StarTech.com.

David’s advice for new graduates is to not fear entering the workforce and to take on roles that may not link directly to your education. University can only prepare you for so much. Wherever you end up, take it very seriously, work hard, and embrace the idea that “no task is too small”. These are the skills he believes are most important for his generation.  “As millennials we need to show other generations that we are capable of working with humility and respect. If we can do this I think we will succeed.”